Customer Service Representative (E-Commerce)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client was established in 2010 and based in Greenville County, South Carolina, they are an e-commerce monogramming and personalized gift boutique featuring customized clothing, gifts, accessories, and jewelry. Their Customer Experience team plays a key role in bringing these personalized products to life, serving as the frontline voice of the brand to assist shoppers with order customizations, tracking, and inquiries across phone, email, and live chat channels.

About the Role

Our client is looking for a Customer Service Representative to serve as a key point of contact for customers across phone, email, live chat, and tickets, providing accurate information and timely solutions to customer concerns.

This role will provide crucial evening and weekend coverage, helping manage after-hours inquiries, reduce Monday morning backlogs, and support the daytime customer service team. As the company specializes in personalized products, the ideal candidate should have exceptional attention to detail, strong written English skills, and the ability to stay productive and self-motivated even during periods of lower inbound volume.

What you’ll do

• Multichannel Customer Support: Handle customer inquiries primarily through live chat and support tickets, supplemented by email and occasional outbound calls to reach unresponsive customers.
• Order & Monogram Management: Assist shoppers with order verifications, tracking, shipping delays, order modifications prior to production, and placing telephone orders for clients who prefer phone checkout.
• Issue Resolution & Judgment: Apply sound customer service judgment when addressing production errors, QC issues, shipping delays, and customer-created errors on final-sale custom items (e.g., courtesy replacements vs. policy enforcement).
• Technical & Interdepartmental Coordination: Perform basic website troubleshooting (password resets, navigation issues) and coordinate directly with internal product, production, and QC teams regarding product or order issues.
• Peak Season & Downtime Productivity: Maintain high productivity during quiet shift hours by clearing pending backlogs. Support significantly increased volume during retail peak seasons (Black Friday, Cyber Monday, November–December).

What You Bring

• Experience: 1–2 years of relevant e-commerce or retail customer service experience, specifically handling live chat, email, and support tickets. (Healthcare customer service experience involving sensitive customer interactions is also valued).

• Technical Skills:

• Proven experience with CRM platforms (Zendesk experience is a strong advantage).

• Familiarity with e-commerce systems (Shopify navigation experience is a plus).

• Core Competencies:

• Attention to Detail: High precision when managing custom orders with varying monogramming requirements.

• Written Communication: Excellent written English skills suited for professional live chat and email interactions.

• Self-Driven Productivity: Strong work ethic and ability to remain productive and work independently during after-hours/night shifts.

• Flexibility:

• Willingness to work evening/after-hours shifts, weekends, US holidays (with compensating days off per company policy when working PH holidays), and support seasonal volume spikes.

• High school diploma or equivalent; a college degree is preferred.

• A proactive, solutions-oriented approach and willingness to go the extra mile for customers.

Our Hiring Process & AI Disclaimer: We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

·   Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

·   Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.